Comments on: Understanding the Other Side of a Bad Customer Experience

By: Tharun

Tharun — Mon, 30 Mar 2015 16:49:15 +0000

Everything cannot be done with monetary compensation especially sensitive things like this. It is also about how they treat their customers and the language they deal with the customers. They have to put themselves in the customer’s shoes, otherwise they will never understand..

By: Ian Zafra

Ian Zafra — Mon, 30 Mar 2015 06:34:25 +0000

I agree with what you said about failure in the product is equal to experience failure, it can lead to unsuccessful customer experience. It can lead to a negative testimonials about the product which will result a business loss.

By: Adam Toporek

Adam Toporek — Mon, 16 Mar 2015 15:11:57 +0000

In reply to Pritam Nagrale. Agreed Pritam. We did understand that asking for a refund over the phone can be tricky. We thought they could have offered a bit more than they did though. The good news is that we have been back there now since then and had good experiences!

By: Pritam Nagrale

Pritam Nagrale — Sat, 14 Mar 2015 07:08:29 +0000

I think this whole thing was a mistake of that restaurant and that can be corrected if they refund you or consider your request by accepting their mistakes of changing food order.
But you have called them and asked for refund then you should go and visit them again because any one can call them and ask for refund and that can be scam.

By: Adam Toporek

Adam Toporek — Wed, 04 Mar 2015 21:57:43 +0000

In reply to Jeanne Landau. Yeah, that answer certainly didn't make us feel all warm and fuzzy inside. Thanks for commenting Jeanne!

By: Jeanne Landau

Jeanne Landau — Tue, 03 Mar 2015 16:52:13 +0000

I think from a customer service perspective the worst thing they did was say “that’s how the dish comes”. Clearly they were lying. They’re lucky to be retaining any of your business.

By: Adam Toporek

Adam Toporek — Sat, 07 Feb 2015 12:12:43 +0000

In reply to Mitch Mitchell.

Thanks so much for the comment Mitch. I absolutely agree — customers should always try to be understanding of the business side of the equation (though I teach service professionals that it often doesn’t work that way). In our case, coming from a small business and retail background, we know how easy it is to drop the ball. So, I feel like we understood the business’ side and that sometimes orders get messed up; that’s why we never got angry with them or asked for any of the things we thought they could have offered.

That said, there seemed to be a disconnect on their side of the equation related to our experience. Maybe I can sum it up this way: Even while protecting their business, they had a lot of room to be more fully engaged in the service recovery and to make minor gestures to demonstrate that engagement.

PS. We were definitely kicking ourselves for not checking the food! 🙂

By: Mitch Mitchell

Mitch Mitchell — Fri, 06 Feb 2015 06:25:15 +0000

Before I begin I want to say that I don’t disagree with your thoughts on the situation. However, since the topic said understanding the other side I’d like to take the other side because I’ve been in your position, though without as long as drive

First, had it been me I would have kicked myself for not looking at the meal first; I do that part all the time. Second, if I had called, it would only have been with the intention of going back to get what I’ve ordered. That’s because I know that businesses like these get scammed all the time and it makes them wary.

I know that as the customer sometimes we think it should always be about us. I tend to believe that every once in a while it’s on us to truly see it from their side. It still leaves the option of not going back if things escalate negatively.